KLM introduces new service channel via LINE
Our member KLM Royal Dutch Airlines introduces a new service channel for the Japanese market. Via the social media platform LINE, our social media agents will offer 24-hour service to Japanese customers, starting 5 December. They will answers passengers’ questions, book tickets and send boarding passes. KLM is the first European airline to offer services via LINE.
KLM is committed to connecting with its customers on whatever platforms they prefer. We do so via KLM.com and the KLM app, but also via third-party channels. KLM is also looking into voice-activated options, such as Google Home and Amazon Alexa, and we already offer services via Facebook, Twitter, WhatsApp, Messenger, KakaoTalk (Korea) and WeChat (China). LINE is the latest addition to this range.
54 million users
LINE is a social media platform that is much like WeChat in China. It is used to order taxis, arrange insurance, send messages, read news, make payments and so on. LINE has 54 million active users in its Japanese home market. Most users are from 15 to 34 years old.
Pieter Elbers, KLM President & CEO: “When we launched on KakaoTalk, we saw a huge increase in the number of queries from Korean customers. This reaffirmed our strategy to be wherever our customers are. That is why we are now present on LINE, to make KLM even more easily accessible to our Japanese customers.”
KLM on social media
KLM has been a pioneer in social media services and campaigns since 2009. We have more than 28 million friends and followers on a variety of social media. Through these channels, KLM receives more than 180,000 messages a week, 35,000 of which are questions or comments.
The world’s largest social media team, consisting of 360 service staff, respond to the messages personally. KLM offers customers support 24/7 on WhatsApp, Facebook Messenger, Twitter, WeChat, KakaoTalk and LINE in Dutch, English, German, Spanish, Portuguese, Italian, French, Chinese, Japanese, and Korean. KLM was the world’s first airline to offer its customers flight documents and status updates via WhatsApp, Messenger, and Twitter. What’s more, it was the first western airline to use the Chinese social media channel WeChat.
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